Anchor House - Doncaster

On this page

• Overview
• Kindness, compassion and dignity
• Treating people as individuals
• Independence, choice and control
• Responding to people’s immediate needs
• Workforce wellbeing and enablement

Caring – this means we looked for evidence that the provider involved people and treated them with compassion, kindness, dignity and respect.

At our last assessment we rated this key question good. At this assessment the rating has changed to inadequate. This meant people were not treated with compassion and staff caring attitudes had significant shortfalls.
 

This service scored 30 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

The provider did not always treat people with kindness, empathy and compassion, or respect their privacy and dignity. Staff were individually kind to people but there was limited engagement between staff and people who lived in the care home. Observations carried out in the care home showed people were asleep for long periods in the lounges and staff did not engage people in conversations or activities. People’s dignity was not always maintained and care was not person-centred.

The provider did not treat people as individuals or make sure people’s care, support and treatment met people’s needs and preferences. The provider did not take account of people’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics. Care and support was not individualised and personalised. People had little choice and control about their care and support. They were not routinely asked questions about what they would like to do or what they would like to have to eat or drink. Care routines were set for people. For example, a member of staff told us people were seated at 12.15pm for lunch at 12.30pm and the care staff were changing people’s continence pads before lunch. It was not clear if this was people’s choice or common practice and routine.

The provider did not promote people’s independence, so people did not know their rights and have choice and control over their own care, treatment and wellbeing. People were not engaged in conversations about activities or choices about what they wanted to eat or drink. There were limited choices at lunchtime and one person told us, “The food is nice, there’s not really any choice. They give you it and that’s it. I always like it. I had a problem with that when I first came in but I have got used to it now.” Another person told us their choices were not always respected, “They won’t let me go to bed too early as they say I push the button too much. I would like to go to bed before tea. I can go after the last person has gone to bed about 9 o’clock.”

The provider did not always listen to and understand people’s needs, views and wishes. Staff did not always respond to people’s needs in the moment or act to minimise any discomfort, concern or distress. People were asked if staff responded to call bells and requests for assistance. One person told us, “It varies, sometimes they come quickly and other times you have to wat a while.” Another person said, “Sometimes they come quickly and other times you have to wait. I could do with [the staff] getting me to the toilet quicker.” We observed staff did not engage with people and there was no evidence of activities around areas of interest for people. A family member told us, “We don’t know about activities, we don’t see anything. There used to be activities but not now. [People] used to get out but I don’t think they do anymore.”

The provider did not care about or promote the wellbeing of their staff. They did not support or enable staff to deliver person-centred care. There was no clear management or leadership in place which provided staff with guidance to follow to ensure they deliver person-centred care and support to people. CQC received information following the on-site inspection evidencing staff felt unsupported by the provider. This resulted in some people making the choice to leave the organisation.